Mercure Lisboa Hotel 4 stars

It's a five star staff on a four star hotel. The food is very good (i get to know that the cook and the table staff were from the A Bicicleta restaurant from the Novotel just a few buildings up the same avenue). The room is a bit rundown but it was a good stay, anyway.

Hotel is well located, facilities are ok in line with the expected, but the crew makes the total difference. The staff is super friendly, helpful and even in pandemic times make myself and family very comfortable and safe during our staying.

I had another pleasant experience at Hotel Mercure Lisbon during my stay in December 2020. Although I feel with a tight heart because the restrictions due to the COVID-19 limited a little the vivacity this group of hotels use to provide and that had already gotten us used to. I missed that other dose of comfort. But the rest is all there: the professionalism, cheerfulness and friendliness from the staff, the comfort of the rooms with their soft beds of cotton sheets and fluffy pillows, and all the rest of comfort, provided a rest and sleep of angels, and everything else is still there. It is still the place to feel at home out of home.

Very nice and helpful staff, large room (got upgraded thanks to Gold membership status). Breakfast was good. The swimming-pool was not as nice as the pictures may show.

Great staff and service!

I was very disappointed with this hotel. I was upgraded to the privilege room but the room was very old and used. The only positive about the hotel was swimming pool on the roof which was nice.

We booked this hotel in the last minute because we needed to leave from Sete Rois bus station to another city. The website showd decent pictures of room and hotel. However, it is totally different when we entered. The reception was super kind and friendly. But the room was terrible. It wasn't clean (we saw some foot steps from previous guest on the floor, and many other dirty spots). When we opened the bathroom, the facility was poor maintained. When we turned on the air con, the remote was tapped by some tap. When we opened the curtain, we saw the the wall paper was falling. Base on the condition of this room, this Mercure isn't qualified as a 4 star hotel. It even isn't qualified as one star hotel, too. We asked réception to give us other room but she said the condition of another room may be the same. I feel very disappointed to book this hotel from Accorhotel. Accorhotel should feel shamed to offer this sort of hotel to their guests although this isn't first time I stayed in a poor maintained Mercure. The quality of hotels from Accor is too various. The pictures are not similar to reality. Overall, the staff in this hotel was kind but facility in this hotel is totally wrecked. I will avoid to stay here again and maybe avoid staying in any Mercure brands.

I booked in Novotel, as I prefere it over Mercure or others. They sent me to Mercure after my booking was confiremed with Novotel they told me that Novotel isn´t taking any guests. Anyway, Novotel and Mercure are very closed to each other. The location however, is not as I am used with Accor Hotels. For this reason alone I will not come back here during my next visit in Lisboa. Then, as a Platinum member, I had no special benefit or upgrade. At the reception they told me that they would however put the coffe machine in my room on the next day. This never happend. In the end I had to ask for a "welcome" drink when I checked out so that I could have a morning coffe. I don´t give a lower rating because I understand that many of these issues can be related to the current Corona situation.

To the management: Sell or renovate this house. Everywhere in the hotel are clear signs of age (furniture, floors, elevator, bathrooms! etc.). It is very noisy. I heard the doors slamming at 07:00 in the morning and then the maid singing and whistling while cleaning the rooms. My room was not clean when I entered. There were several hairs in the bathtub and up the wall. The duvet cover was significantly torn. On the desk I found large traces of what might have been desinfection spray or something else. I was actually checked in online but still, it took the receptionist about 10 min to hand out the key without telling me why. All in all, comparing this place to other Accor houses, it was rather disappointing. This critical statement is meant to be as constructive help to improve. Please do not return with a copied standard answer.

even after covid-19 experience , the Hotel Offered a good service with some limitation (no swimming pool , breakfast without 'buffet' (classic service with clerk)

Great service from staff . Room clean and comfortable.

Dear Henrique, Thank you for your quick feedback. As I am travelling a lot in all Europe and using very often the hotels of Accor group, I take the opportunity and my time to make some constructive critiques of your employees and your hotel Mercure, after coming 3 times in your hotel. - There is no real warm welcome for Accor members. - I supposed to have a “better” room when I informed your reception desk that I am a GOLD member, this had to be done before i arrive. This show you clearly that your employee didn’t check before, if was a « tourist » or a GOLD member who comes often for business trip. - Even if the room was with a coffee machine but I am sorry to say it was horrible, ugly, the bathroom broken and repaired badly. The fridge was so noisy at night I had to remove the electricity of the fridge to sleep. I know you will renovate this hotel + Novotel next year may be (not yet sure as it depends on your current negotiation and contract). While you renovate this hotel, I think it will be good idea to renovate some rooms for VIP customers. The customer experience is the most important thing to have regular, profitable and satisfied customers. - My company books often my hotels in all Europe and never add breakfast because it depends If I take it or not. However. It’s written very very very clear that the hotel can take the breakfast money from the AMX provided by our AMX agency. This morning, I had a horrible experience with your employees asking me to pay just after the breakfast, feeling that if I will not pay I will escape the hotel....I had to call personally my Américain Express agency (AMX) in Paris asking them to talk and confirm to your reception desk they ca take the money. Sorry to say that but you really need to learn your employees how to treat GOLD/Premium Customers. To give you a concrete example happened to me some weeks ago in Belgium, with Novotel. I had the same situation about Breakfast, the reception Manager told me, no problem Mr C., don’t do any thing, we will solve this issue directly with your AMX, they solved it and I left happy. Do you see the difference? Today, I wasn’t happy at all of your employees and how they treated this issue of breakfast. Hope this will help you to improve my next customer experience, training your employees how to satisfy customers but also for all other GOLD/Platinum members. Obergado Best regards Richard Richard C.

Good stay for our last night before departing. Nice breakfast choice!

Our room was ok but when using the shower it flooded the bathroom floor so we asked to be moved to another room. They gave us a pri room which was better but it really should not happen after travelling a long way the last thing you want is messing around changing rooms. This is rated a 4 star hotel well it only gets a 3 from us.

I stayed 5 nights, very comfortable and service was excellent. Special recognition to the breakfast and dinner teams. Great human beings sensitive, courteous and very accommodating.